Ramp Operations Duty Manager

Job description / Role

Employment: Full Time

Job purpose

Join our Airport Services team where you will play a vital role in ensuring seamless airport operations and delivering world-class service to our customers. The team is responsible for a wide range of critical functions both above and below the wing to keep our busy airport running efficiently, safely, and on schedule.

If you are passionate about customer service, operational excellence, and working in a fast-paced environment, we invite you to apply and contribute to the success of Emirates Group. As the world's largest international airline, our airport operations are among the most dynamic and rewarding, offering exciting opportunities to be part of a team that keeps the world moving.

About the role

This role ensures seamless collaboration between Emirates Airport Services (EKAS) and third-party providers, such as dnata, to uphold the highest standards in safety, efficiency, and on-time performance (OTP). The RODM acts as the primary point of contact for all EKAS areas, ensuring real-time decisions are made to support smooth turnaround processes and optimize resource utilization across the Dubai hub.

In this role, you will:

• Lead and support EKAS Ramp Operations on a shift basis, serving as the primary point of contact for oversight and escalation of all below-wing functions, facilitating real-time decision-making in collaboration with all EK operational stakeholders and third-party service providers, ensuring that all ground operations are aligned with Emirates' safety, quality, and OTP targets.
• Conduct regular quality audits to ensure that service providers' turnaround activities meet defined SLAs, and that service delivery conforms to Emirates' high standards. Conduct routine safety audits and inspections to identify and rectify any non-compliant practices, reinforcing a culture of safety and accountability.
• Monitor key operational metrics, including on-time performance, turnaround times, and service quality in real-time. Take immediate corrective actions in response to potential delays or performance gaps. Collaborate with the Senior Manager Operations Services to develop and implement initiatives that improve efficiency, safety, and service quality.
• Lead EKAS Ramp Operations personnel, setting clear expectations for performance and accountability. Provide regular staff briefings to communicate critical updates, operational goals, and safety reminders to all below-wing team members. Provide coaching and development opportunities to team members, fostering a culture of continuous improvement and readiness for expanded responsibilities.
• Act as the primary Emirates representative for third-party service providers below the wing, ensuring their adherence to contractual obligations and Emirates' operational standards. Maintain effective communication with key stakeholders, including HCDMs, PSDMs, and Ground Dispatch, to facilitate smooth cross-functional coordination. Prepare and deliver shift-based operational reports to senior management, summarizing key highlights, challenges, actions taken, and performance metrics.
• Assess the operational plan for the next 24 hours and adapt resources and priorities in response to anticipated demand, disruptions, and changing conditions. Initiate, lead, and manage the operational response for below-wing operations in the event of disruption. Deploy the Dispatch Go-Team and support operational recovery in DXB and DWC as appropriate.
• Maintain heightened situational awareness across all ramp activities to anticipate potential disruptions, safety concerns, or operational bottlenecks. Proactively communicate emerging issues to relevant teams, enabling swift response and coordination with impacted areas.
• Conduct regular analyses of operational performance data, identifying trends in delay causes, service delivery, and turnaround efficiency. Use insights from these analyses to propose and implement targeted improvements in ramp processes, working collaboratively with cross-functional teams to address root causes of recurring issues. Champion a culture of continuous improvement within Ramp Operations.

Qualification

To be considered for the role, you must meet the below requirements:

• Bachelor's degree or honours (12+3 or equivalent).
• 8+ years' experience in airport or airline operations with at least 5 years at a supervisory level with experience in ground dispatch, ramp operations, baggage operations, load control, and/or passenger services.
• Extensive experience in managing highly pressurised shift-based operations within a 24/7 airline or airport environment.
• A minimum of 2 years' experience in ground dispatch is required.

You'll have an edge if you possess:

• A strong understanding of EK operations and EKAS processes, ground handling requirements, and local and international industry regulatory standards.
• Excellent leadership, communication, and problem-solving skills enabling the management of diverse, high-performing cross-functional teams and third-party relationships in a dynamic environment.

Safety sensitive role

Yes

Leadership role

Yes

• Working at height: No
• Exposure to hazardous energy systems: No
• Heavy lifting: No
• Working in areas with motorised mobile equipment: Yes
• Work in confined spaces: Yes
• Contact with contamination materials (humans/animals/chemicals): No
• Contact with dangerous goods: Yes
• Work in an extremely noisy environment: Yes
• Work in heat: Yes
• Working with pressurised substances: No
• Exposure to fixed protruding sharp objects: Yes
• Exposure to contact with moving/falling objects: Yes
• Airport driving permit: Yes
• Driving vibrating equipment: No

Salary & benefits

That's on top of transport benefits, life insurance, and more.

About the Company

A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide.

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